Job Description:

About the Company:

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move into 2024, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Role:

The individual in this role reviews and responds to requests for VPN assistance from other international and domestic help desk/support organizations. This may involve gathering additional information/detail, performing triage, using critical thinking skills to find and solve issues, or routing the issue to another support organization. The engineer will work closely with the following organizations.

• Tier 1/2 support desk personnel to help them become more efficient and effective in resolving issues at first contact.
• VPN client and infrastructure SMEs to obtain a sound understanding of the VPN technology in terms of provisioning requirements and processes, installation and configuration, and end-user connectivity requirements and processes.
• Various organizational SMEs to develop effective user guides, helpdesk guides, and troubleshooting guides for support desks and end users.

The engineer will also track issues where necessary to resolution. They will establish relationships with other internal support organizations (e.g. helpdesk leads, IQ Bar Leads, field support leads, etc.). They will participates in SWATs and Call to Work calls related to VPN related outages. They will also create and execute Splunk queries to identify user activities and trends related to VPN usage.

Required Skills

• Over 8 years of experience in infrastructure and /or application support.
• Understanding of firewalls, VPN, proxies, and desktop defense concepts.
• Knowledge of Splunk and ability to develop and optimize queries.
• Excellent problem-solving, communication, and interpersonal skills, with a focus on customer service.
• Team-oriented thinking with demonstrated ability to produce high-quality work as part of a fast-paced, dynamic team.
• Ability to develop both internal/technical and customer facing documentation using Microsoft office applications.
• Preferred knowledge of Palo Alto firewalls (including GlobalProtect), Cisco AnyConnect, and Cisco Identity Servies Engine (ISE).

Desired Skills

• Excellent communication skills including metrics/performance documentation/presentation, technical drawing/architecture origination and modification
• Operates well under pressure and urgent circumstances
• Self-reliant and diligent in follow-through for assigned tasks
• Ability to work with a geographically disperse team
• Engaged collaborator, contributor and team player
• CISSP, CISM, SANS GIAC or relevant cybersecurity
• Flexible to provide coverage in US morning hours on a need-basis, and as required
• Experience working in an environment where coordination with multiple teams is essential to success
• Ability to prioritize individual/group work in a high-stress and time-bound environment

Weekly Hours:

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.